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Look who’s talking! Conversation not confrontation is the key to winning customer’s hearts

by Gerry Brown | Dec 5, 2018 | Customer Service Education, Uncategorized

It feels as if we live in an increasingly nasty world where a lack of civility and courtesy, an increase in bad manners, and an avalanche of negativity, especially in business, are some of the least bad outcomes. But fortune smiled on me recently and I was at a couple...

Forget BYOD – BYOA is coming to a contact centre near you!

by Gerry Brown | Aug 1, 2014 | Customer Service Education

As mobile technology marches on unrelentingly and many device owners appear to be surgically or unnaturally attached to their smartphones and tablets, the concept of Bring Your Own Device (BYOD) has gained significant currency.  Briefly stated, BYOD refers to the...

The Kids are Alright – Ambition is Alive and Thriving in Somerset!

by Gerry Brown | Jul 30, 2014 | Customer Service Education

In a recent blog entitled Customer Service Education – A License to Skill, I spoke about the importance of rethinking, expanding and broadening career preparation for young people. In particular, the need for businesses and academic institutions to do more to equip...

Customer Service Education – A License to Skill

by Gerry Brown | Jul 15, 2014 | Customer Service Education

The Road to a Brighter Future isn’t a Dead-end Street The despair was etched across Gavin’s face. His trembling handshake and hunched shoulders conveyed a very real sense of low esteem, dejection and hopelessness. We met at a student job fair last year where I...
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Recent Posts

  • Connecting the BOTS – Joining up to win Customers’ and Colleagues’ hearts and minds
  • Look who’s talking! Conversation not confrontation is the key to winning customer’s hearts
  • Lies, Damned Lies and the (wrong) Statistics – Measuring what Matters for Positive Customer Outcomes – The End is Insight
  • “It Don’t Mean a Thing (If It Ain’t Got That Swing )” Winning at all Costs, costs!
  • Digital Transformation & Customer Experience – Separated at Birth, Reunited by a Common Purpose

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